The Nigerian Civil Aviation Authority (NCAA) has directed all domestic airlines operating in the country to immediately incorporate a mandatory Special Needs Assistance request feature on their ticket reservation platforms to better cater for Persons with Reduced Mobility (PRMs) and passengers with disabilities.
In a statement issued by signed by its Director Public Affairs and Consumer Protection, Mr. Michael Achimugu, the NCAA reiterated that airlines must ensure full compliance with existing provisions that guarantee accessibility and priority service for passengers requiring assistance. The directive requires airlines to integrate a visible and functional option that allows passengers to request special assistance before completing their ticket purchase.
The regulator recalled its earlier correspondence referenced NCAA/DP/53/72 dated July 26, 2024, which instructed airlines to continuously review their systems and procedures to ensure that passengers who need support are properly identified, booked and prioritised during ticket purchases.
The requirement is reinforced by the Nigerian Civil Aviation Regulations (Nig. CARs) 2023, Part 18.12.3, which mandates airlines to provide travellers the opportunity to request assistance at the point of booking across all sales channels, including online platforms and telephone reservation systems.
According to the regulations, airlines must:
Provide passengers the opportunity to request assistance at reservation, check-in and boarding stages.
Include a designated field or portal on ticket platforms for passengers with disabilities or their assistants to request special needs assistance.
Actively ask passengers at the time of booking whether they require any form of assistance.
In view of this, NCAA has now directed all affected airlines to conspicuously integrate a mandatory special needs assistance request option into their reservation systems, ensuring passengers can indicate their needs before finalising payment.
Airlines have been given one week to comply with the directive, with NCAA warning that failure to do so may attract regulatory enforcement actions in line with applicable aviation laws.
The Authority reaffirmed its commitment to promoting inclusive, accessible and safe air travel for all categories of passengers in Nigeria.